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Octopus Energy has invested in hazardous materials equipment for meter installers and technicians to ensure it can keep customers connected despite the coronavirus outbreak.
Chief executive Greg Jackson told Utility Week the investment will mean it can continue to enter houses to reconnect faulty meters, so that no customer, especially those who may be unwell or self-isolating, experiences an extended interruption to supply. 
He said: “We have got to make sure that customers have access to energy throughout the period and we may need to get engineers into houses to keep them on supply. In addition, we need to be able to keep both our customers and engineers safe. In houses where people have got coronavirus, it is perhaps even more important to keep them on supply.”
He added: “As soon as we saw the decision logic around isolation and limiting social contact we realised the implications for customers who need a visit – whose meter requires manual intervention – that can’t be postponed.”
The staff who are being equipped with the suits have also received the relevant training, to ensure effective protection both for themselves and customers.
Last week the government agreed emergency working requirements with energy suppliers, including measures to ensure continuation of supply for all vulnerable customers and prepayment customers in particular is prioritised during the COVID-19 outbreak.
Furthermore, in an update from the industry regulator, Ofgem chief Jonathan Brearley said companies must continue essential repairs in people’s homes throughout the pandemic to keep customers on supply.
He told suppliers they “need to have plans in place for how they will do this while managing risk to their staff”.
Jackson added he felt it was likely other industry players had made, or would move to make, similar hazmat investments in line with this expectation.
As yet, Utility Week has not spoken to any other retailers who have admitted to doing so. However, a senior source at another supplier said its third-party meter engineers are now taking extra precautions such as using alcohol gels and wiping down equipment before and after use.
Utility Week is creating a weekly #AskUsAnything webinar series where we are inviting readers to raise – entirely anonymously – the thoughts, concerns and opportunities they want us to discuss surrounding the coronavirus pandemic. You can register for the first webinar and raise any questions here.
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